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Are you using Call Center Anywhere (CCA) or Contact On Demand (COD)?
The most common solution for this is that your email address is incorrectly configured in the Administration Manager. You would receive an alert of the incoming interaction, but the email would be delivered to a different email address.
Let us know if that is not the issue.
I'm having the same issue. Using COD, an email interaction comes in, I accept it, Office Outlook comes up, but no email is presented. I have the email address set correctly for the agent in Admin Manager and I have the SMTP server set correctly.
Did you get this issure worked out or is it still a problem? I've seen it take a minute or 2 for the email to show up in Outlook. But it shows up.
If it's still not showing and the configurations are correct, there might be a problem with the backend storage directories.